Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/21/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally lodge a complaint against Provident Funding regarding their refusal to accept my biweekly mortgage payments and their implementation of penalties for doing so.Our home loan was originally financed through another bank but was sold to Provident Funding over a year ago. Prior to this we made biweekly payments and since then, we also attempted to make biweekly payments toward our mortgage without any lapses. Provident Funding had previously accepted these payments without issue.However, we were recently informed by Provident Funding that they would not accept biweekly payments and that there would be penalties imposed for this payment method if we continued- I requested what those fees were and the representative said they didnt have that information, I requested to be sent information on what those fees were via email or mail. Despite our history of on-time payments, they are now refusing our payments outright. This action is financially abusive, as it imposes unnecessary hardship by effectively creating a situation that could lead to foreclosure and late fees.We believe this refusal to accept biweekly payments and the imposition of penalties is unjust and lacks transparency. It is unreasonable for Provident Funding to enforce such a policy after previously accepting biweekly payments and without providing legal grounds on doing so.We respectfully request your assistance in resolving this matter. Provident Fundings actions jeopardize our financial stability and appear to be designed to penalize responsible borrowers rather than support them.We have paid at least 50k or more to them.I spoke to provident on 12/9/24 Im asking that they take any and all payments sent to them, no matter the form of payment?Im asking that they provide a copy of their penalty fees for making payments biweekly?Im asking that they explain in writing how they enforce penalties on forms of payments but not for paying a mortgage off early?

  Business Response

  Date: 01/28/2025

  Provident Funding is responding to the complaints filed with the ************************************ and the Better Business Bureau.
  
  Firstly, your mortgage loan is currently due for the January 1, ******************* the amount of $4,343.41. To satisfy the outstanding installment, we need to receive a lump-sum payment for at least $4,343.41, payments less than that amount will not be accepted and will be returned. Your concerns are addressed in detail below.
  
  We do not agree with your assertions that we have improperly serviced your mortgage loan. Conversely, we are confident your loan has been serviced in accordance with our standard policies and procedures, the documents you and Mr. ***** executed as part of the origination of the loan, and all federal, state, and local regulations.
  
  We bring your attention to the enclosed copy of the Closing Disclosure executed as part of the loan closing,page 4 states:
  
  Your Lender does not accept any partial payments.
  If this loan is sold, your new lender may have a different policy.
  
  We also bring your attention to the enclosed copy of the Mortgage executed as part of the origination of the loan,and, specifically, Section 1 which states:
  
  Lender may return any payment or partial payments if the payment or partial payments are insufficient to bring the loan current.
  
  As you know, the servicing of your loan was transferred from ************ Services to Provident Funding effective February 1, 2024. While it may be true that your previous loan service accepted bi-weekly payments, Provident Funding does not. Please review the enclosed a copy of the Welcome Letter that was mailed to you on or around February ******, page 2 states:
  
  Do you accept bi-weekly payments?
  No, we do not accept bi-weekly payments. Please note that if you receive any correspondence offering a bi-weekly payment service, it is from a third party and not from Provident Funding Associates, L.P.. You can achieve interest saving benefits by paying additional principal payments with each monthly payment, free of charge.
  
  The history of the loan reflects you created a ****************************** online account on February 5, 2024 and enrolled the loan is our ************************ which is designed to draft a full monthly payment from a designated bank account on the fifth day of each month. Your March ****** to November 1, 2024 installments were successfully made using our ************************ however, you and Mr. ***** elected to cancel this service on November 20, 2024.
  
  We then received a third-party billpay in the amount $2,171.70 on November 25, 2024, and since there was no monthly installment currently due and the amount received was less than the total monthly payment amount (the loan was next due for the December 1, ******************* the amount of $4,343.41), the November 25, 2024 third-party billpay was applied to the principal balance of your loan.
  
  Our records reflect you contacted our *************************** on December 9, 2024 and relayed the November 2****** third-party billpay was actually intended to be applied to the December ****** installment and that you would be making another partial payment to satisfy the full installment. During the call our representative clarified that we do not accept bi-weekly payments.
  
  We subsequently received a third-party billpay, in the amount $2,171.70, on December 10, 2024. Given the information relayed during your prior telephone call, your November 25, 2024 and December 10, 2024 payments were combined and applied to the outstanding December 1, 2024 installment, due in the amount of $4,343.41. That said, those payments were $0.01 short of the full amount due ($2,171.70 + $2,171.70 = $4,343.40) - that amount was written off as a one-time courtesy.
  
  Our records further reflect a third-party billpay, in the amount $2,171.70, was received for your loan on December 23, 2024, and since there was no monthly installment currently due and the amount received was less than the total monthly payment amount (the loan was next due for the January 1, ******************* the amount of $4,343.41),the December 23, 2024 third-party billpay was applied to the principal balance of your loan.
  
  We subsequently received a third-party billpay, in the amount $2,171.70, on January 6, 2025. Since your January 1, 2025 installment was now due and the payment was less than the full amount due, in accordance with the terms of your Mortgage, the payment was not accepted and we instructed your financial institution to credit the funds back to your account; copies of the letter and emails we sent in relation to the January 6, 2025 returned payment are enclosed.
  
  We received another third-party billpay, in the amount $2,171.70, on January 14, 2025. Since your January ****** installment was due and the payment was less than the full amount due, in accordance with the terms of your Mortgage, the payment was not accepted and we instructed your financial institution to credit the funds back to your account;copies of the letter and emails we sent in relation to the January 14, 2025 returned payment are enclosed.
  
  Most recently, we received a third-party check, in the amount $2,171.70, on January 27, 2025. Since this amount was also less than the amount due, in accordance with the terms of your Mortgage, the payment was not accepted and the unprocessed third-party check has been mailed to you; copies of the letter and emails we sent in relation to the January 27, 2025 returned payment are enclosed.
  
  As mentioned in the beginning of this letter, your January 1, ******************* the amount of $4,343.41 remains outstanding and we need to receive a lump-sum payment for at least the full monthly payment amount. Payments less than the full monthly payment amount will not be accepted and will be returned.
  
  Regarding potential charges related to insufficient payments, according to the terms of the enclosed Promissory Note executed at the closing of this loan, a late charge will be assessed if an acceptable payment is not received by the 1st of the month due date or within the additional *********************************************************** issues. The late charge will be 5.0% of your overdue payment of principal and interest, or $123.04 ($2,460.76 x 5.0% = $123.04). Additionally, payments not received within the same month they are due may be reported to the credit bureaus as late.
  
  A payment history reflecting the application of your March 1, 2024 to December 1, 2024 installments is *********** should be noted that your March 1, 2024 to December 1, ********************************** a timely manner, and the late charge that was assessed in relation to your January 1, 2025 installment has been waived.
  
  Provident Funding denies any and all allegations of misconduct on its part in connection with your loan. We are once again confident your loan has been serviced in accordance with our standard policies and procedures, the loan documents you and Mr. ***** executed as part of the loan closing, and all federal, state, and local regulations.
  
  I may be contacted via email at ********************************* or by telephone at ************** if you have any further questions.
  
  Sincerely,
  
  
  
  ******* *****
  Consumer Compliance
  
  
  Enclosures

• Initial Complaint

  Date:10/29/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have impound mortgage loan with Provident Funding Associates LP/ Loan# **********. My home insurance policy at *** was due on 8/4/2023, but the payment didn't received until 8/8/23 and *** had cancelled my policy for period 8/4/24-8/4/24; but I didn't receive any notice nor refunds from both ************* and Provident Funding. Now, Provident Funding force me to pay an extremely high policy for $1,896.72 while I ask to increase the deductible from $2500 to $7500 to lower the premium and they said that is my responsibility. My policy got cancel because Provident Funding did not make the payment ontime but they blame on me, horrible customer, no support, disrespect customer, all they want is money although they know that homeowners in ********** is facing with the insurnce issues due to carriers are dropping out of CA.

  Business Response

  Date: 11/08/2024

  This letter serves as Provident Fundings formal response to the emails you sent the undersigned on and the complaint submitted to the ********************** regarding the same.
  
  We have carefully reviewed this matter and determined (1) Provident Funding issued a payment for your August 4, 2023 to August 4, 2024 homeowners insurance policy prior to the renewal date, but the insurance carrier choose to not accept our payment and cancelled the policy, (2)we have no record of the subject property being covered under a valid homeowners insurance policy between August 4, 2023 and August 23, 2024, and (3) lender placed insurance coverage was properly purchased for period the home was not covered under a valid homeowners insurance policy, and you remain responsible for the cost of that coverage. This matter is explained in detail below.
  
  In response to your concerns, we contacted ******************* and receiving confirmation that the homeowners insurance policy you previously had through them was listed as insured bill.Therefore, instead of sending billing information for your August 4, 2023 to August 4, 2024 homeowners insurance policy directly to Provident Funding, ******************* sent that information to you; we were advised they provided you with an initial bill on June 14, 2023 and sent you renewal reminder on July 25,2023.
  
  We bring your attention to the enclosed copy of the email we sent you on June 21, 2023 which outlined payment for your homeowners insurance policy was due soon as that:
  
  Provident Funding Associates, L.P. can only pay your premium if we receive a copy of your new policy and bill. Please confirm with your insurance company that we will receive a copy of your renewal bill.
  
  We have no record of receiving a bill for your August 4, 2023 to August 4, 2024 homeowners insurance policy until one of our representatives reached out to ******************* and obtained a copy of the renewal billing they had sent to you, and payment for said policy was subsequently issued on July 31, 2023 via Provident Funding check #******.
  
  Provident Funding check #****** cleared our bank on August 8, 2024. However, unbeknownst to us, ******************* apparently choose to not accept our payment and canceled your homeowners insurance policy. In our recent conversations with ******************* we asked them if they had sent us a cancellation notice, but they were unable to locate any such notice and instead redirected us to the renewal reminder that was sent to you.
  It is our understanding that ******************* refunded our July 31, 2023 payment to directly you (which helps explain why, at that time, we were unaware there was an issue with your August 4, 2023 to August 4, 2024 homeowners insurance policy), and that they are working with you to re-issue that refund as you did not successfully receive the funds. We encourage you to contact the insurance agent and/or ******************* if you have questions regarding the expected refund.
  
  Our records reflect you obtained a new homeowners insurance policy through ******************************** and said policy is effective from August 23, 2024 to August 23, 2025. That said, we have no record of the subject property being covered under a valid homeowners insurance policy between August 4, 2023 (the date your ******************* homeowners insurance policy expired) and August 23, 2024 (the date your ******************************** homeowners insurance policy began).
  
  Pursuant to Section 5 of the enclosed copy of the Deed of Trust you executed at the closing of this loan, lender placed insurance was purchased for the period the subject property was not covered under a valid homeowners insurance policy, you are responsible for the cost of that coverage. Please note, we are unable to accomadate your request to lower the deductible for the lender placed insurance policy.
  
  We are pleased that you currently have a valid homeowners insurance policy and that additional lender placed insurance is not necessary, provided no further lapses in coverage. In order to recoup the lender placed insurance premiums previously disbursed on your behalf, an escrow account has been re-established for your loan and your monthly payments have been updated from $2,348.81 to $2,606.12, effective with your January ****** installment.
  
  As of the date of this letter, your loan is currently due for the November 1, ******************* the amount of $2,348.81. I may be contacted via email at ********************************* or by telephone at ************** if you have any further questions.
  
  Sincerely,
  
  
  
  ******* *****
  Consumer Compliance
  
  
  Enclosures

• Initial Complaint

  Date:04/01/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted a payment to Provident Funding on 2/29/24. I received a confirmation email after making the payment stating the payment was submitted. When payments are submitted regardless of timelidne you receive an email confirmation that states, scheduled payments may take up to 1 business day to process. The payment was reported to the credit bureaus that the payment was 30 days late (ie: as though it was submitted on 03/01/24.) I contacted Provident Funding and I was told my payment was made sometime between 5pm and 503 pm according to their time log and I had to submit the payment prior to 5pm. There is nothing in writing which states this would be considered a 30 day late payment. This is not my original lender. I have made payments with the previous lender under the same circumstances and this has not been the standard- I received a letter from he previous lender with where to make new payments with instructions that NO terms for payment would change. On my monthly statements it only states payment is due on the 1st and will be considered late and a fee is assessed if paid on/after the 16th of the month. The statement does not identify anything with a 5pm timeline even when paying the 1st-15th. I contacted 2 customer service reps and a mgr. none could provide in writing that if paid after 5pm the payment would be considered late and subject to credit reporting. I did find a statement which says Negative credit reporting may result if the full monthly payment due is not received by the last business day of the ***** which my payment was. However, if it is not made before 5pm it will be processed the next business day. It does not say by the last business day of the month by 5pm. I am asking that this negative reporting be removed as it has had adverse affects on me.

  Business Response

  Date: 04/04/2024

  Provident Funding is responding to the complaint you recently submitted to the Better Business Bureau and the electronic case submitted through our website regarding the same issue.
  
  We have investigated this matter and confirmed a payment for your February 1, 2024 installment was not received within the same month it was due. As required by law, we are accurately reporting your payment history to the credit bureaus, and we are unable to change our reporting. Your concerns are addressed in detail below.
  
  As you know, the servicing of your loan was transferred from ***********, **** to Provident Funding effective July 4, 2023. While the terms of your mortgage loan did not (and will not) change as a result of the servicing transfer, accepted payment methods can differ from Loan Servicer to Loan Servicer. Please review the enclosed copy of the Welcome Letter Provident Funding mailed to you on or around July 6, 2023 which outlined the payment methods we accept, and, specifically, page 1 which stated:
  
  Online Payments
  Free and easy. Pay your monthly payment, additional principal, or additional escrow.
  Same-day credit if paid by 5:00 PM PT, or next business day if paid after 5:00 PM PT, a weekend, or holiday.
  
  Please also review the enclosed screenshot from the FAQs section of our website which states:
  
  If you are paying by phone, or through our website, payments must be submitted by 5:00 PM PT to receive same-day credit. If you submit a payment after 5:00 PM PT, or on a weekend or Federal holiday, then we will not credit your account until the next business day.
  
  In response to not receiving a timely payment for your February 1, 2024 installment and that instalment remaining outstanding,Delinquent Notices were mailed to you on February 16, 2024 and February 23,2024; copies of those notices are enclosed for your records. As stated in those notices:
  
  If the monthly payment is not received in our office on or before the last business day of this month, you are hereby notified, as required by law, that we *** report information about your account to the credit bureaus.
  
  Additionally, both our February 16,2024 and February 23 notices outlined Provident Funding offers convenient ways to pay your mortgage, including but not limited to:
  
  Online: Log on to our website to make a payment free of charge. Payments made by 5:00 PM PT, excluding weekends and federal holidays, will be credited the same day.
  
  We have no record of you submitting a payment for your February 1, 2024 installment until you logged into our website at approximately 5:03 PM PT on Thursday, February 29, 2024 and then completed the steps for a one-time online payment at approximately 5:05 PM PT; a copy of the email confirming your payment submission is enclosed, that email outlined the estimated delivery date for the payment was 3/1/2024.
  
  As you know from using our website to submit payments for your July 2023 to January 2024 installments, prior to scheduling a one-time online payment you were required to review and agree to the Terms and Conditions, including but not limited to the below:
  
  By selecting Pay Now, you agree to and understand the following terms:
  
  Payments completed before 5:00 PM PT will post the same business day. Payments completed after 5:00 PM PT, or on weekends or federal holidays, will post the next business day. Your payment is considered received only when it posts to your account.
  
  Since the payment entered into our website on February 29, 2024 was completed after 5:00 PM PT, it was processed and posted to your account the next business day, Friday, March 1, 2024; a payment history reflecting the payment was successfully received on March 1, 2024 is enclosed.It should be noted this is consistent with the 3/1/2024 estimated delivery date noted on the confirmation email.
  
  Taking all of the above into consideration, your February 1, 2024 installment has been properly reported to the credit bureaus as being 30 days late. As no errors occurred on our part in relation to this matter, the information we are reporting to the credit bureaus will not be changed.
  
  Reviewing your payment history, recent payments have not been received in a timely manner and have incurred penalties.Please contact the undersigned if you are experiencing a financial hardship and would like to purse loss mitigation assistance as we would be happy to provide you with an application. You *** also contact our ************************** by phone at ***************, option 4, if you would like to discuss the potential options for assistance.
  
  You have a right to request certain documents that *** have been relied upon in reaching the determinations outlined above. If you would like to obtain a copy of the information on which our determinations were based, please send a written notice to the address below.
  
  As of the date of this letter, your loan is currently due for the April 1, ******************* the amount of $1,613.05.I *** be contacted by phone at ************** or via email at ********************************* if you have any further questions.
  
  Sincerely,
  
  
  *************************
  Consumer Compliance
  
  
  Enclosures

  Customer Answer

  Date: 04/05/2024

   
  Complaint: 21513152
  
  I am rejecting this response because:
  
  I attempted to included a photo.copy of the policy listed on the website, but the file is unable to be uploaded - therefore I will mail a hard copy along with a copy of my response.  This is an exact copy of the verbiage which states

  Late fees are assessed after the 16th of the month or the following business day on any account still outstanding. Negative credit reporting may result if the full monthly payment due is not received by the last business day of the month.  End quote
  it does NOT state must be posted as of the last business day of the month.  There is also no time cut off in this policy.  Provident has clipped a portion of what the policy reads and changed it to be in their favor with their own interpretation.  If payment is to be received by 5pm on the last business day of the month, that is precisely what the policy should state and it DOES NOT.   In addition I attempted to submit a copy of the email I received from provident funding on 2/29/2024 which shows my payment was submitted on 02/29/2024 NOT on 03/01/2024. (I will also mail a copy of this information within the required timeframe)   I wont get into whether I have made late payments (as in after the 16th) because I have AND it is irrelevant to the topic we are having an issue with and not a part of this complaint.  I have NOT however had ANY 30 day lates on this account or the one I held before they purchased my loan.  I am insisting that this information is being reported inaccurately based on policies on Provident Fundings website not my own standard.  Payment posting dates and submission dates are two different things and the information on their website is misleading and could be considered by some to be contradictory due to the fact they did not author a clear policy with a cut off time.  I am requesting my credit report be fixed and updated. 

  Sincerely,
  
  *************************

  Business Response

  Date: 04/12/2024

  Provident Funding is responding to the rebuttal you submitted to the Better Business Bureau.
  
  As outlined in our prior communications,you were made aware well in advance of submitting a payment for your February 1, 2024 installment that (1) one-time online payments submitted through our website will be credited to your account the same business day if submitted by 5:00 PM PT,and (2) one-time online payments submitted through our website after 5:00 PM PT,or on a weekend or Federal holiday, will not be credited your account until the next business day.
  
  In regards to your claims that our website does not clearly articulate this policy, as previously relayed, the FAQs section of our website states:
  
  If you are paying by phone, or through our website, payments must be submitted by 5:00 PM PT to receive same-day credit. If you submit a payment after 5:00 PM PT, or on a weekend or Federal holiday, then we will not credit your account until the next business day.
  
  We also remind you that, prior to scheduling a one-time online payment, you were required to review and agree to the Terms and Conditions, including but not limited to the below:
  
  By selecting Pay Now, you agree to and understand the following terms:
  
  Payments completed before 5:00 PM PT will post the same business day. Payments completed after 5:00 PM PT, or on weekends or federal holidays, will post the next business day. Your payment is considered received only when it posts to your account.
  
  Please re-review the enclosed confirmation email that was sent after you submitted a one-time online payment through our website at approximately 5:05 PM PT on February 29, 2024 said email outlined the payment was scheduled to delivered the following business day, March 1, 2024. The payment history that was previously provided to you confirms the payment was delivered and credited to your February 1, 2024 installment on March 1,2024. This is consistent with the information listed on our website and the Terms and Conditions you agreed to as part of the one-time online payment process.
  
  We are accurately reporting your February 1, 2024 installment to the credit bureaus as 30 days late since we have no record of successfully receiving a payment for that installment within the same month it was due, and we remain confident no errors occurred on our part in relation to this matter. Therefore, the information we are reporting to the credit bureaus for your loan will not be changed.
  
  As of the date of this letter, your loan remains due for the April 1, ******************* the amount of $1,613.05.Please ensure we receive an acceptable payment for said installment no later than close of business (5:00 PM PT) on April 16, 2024 to avoid the assessment of an additional late charge, and no later than close of business (5:00 PM PT) on April 30, 2024 to avoid further negative credit reporting.
  
  I may be contacted by phone at ************* or via email at ********************************* if you have any further questions.
  
  Sincerely,
  
  
  *************************
  Consumer Compliance
  
  Enclosure

  Customer Answer

  Date: 04/24/2024

  Please see attached rejection 

  Business Response

  Date: 04/30/2024

  I have been asked to respond to the second rebuttal you submitted to the Better Business Bureau in my capacity as the head of Provident Fundings *****************
  
  We have reviewed your additional correspondence and have determined you have not provided any new or materially different information for our review. Furthermore,we have reconfirmed 1) a payment for your February 1, *************************************** before the last business day of the month, 2) no errors have been made on our part in relation to this matter, and 3) your February 2024 payment is being accurately reported to the credit bureaus as not received within the same month it was due.
  
  Provident Funding denies any and all allegations of claimed misconduct on our part in relation to this matter, and we will continue servicing your loan in compliance with our standard procedures and all federal, state and local regulations to which we are subject.
  
  I may be contacted by telephone at *************************, or via e-mail at ************************************
  
  Sincerely,
  
  
  ***********************************
  Legal Manager

  Customer Answer

  Date: 04/30/2024

   
  Complaint: 21513152
  
  I am rejecting this response because:

  because I have submitted documentation supporting no my payment was remitted on 2-29-24,, which is the last business. Day of the month, per Provident Fundings policy listed on their website which states in reference to credit reporting payment must be submitted on the last business day.  It does not indicate a time or refer to when a payment posts. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/27/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As of Feb. 1st, I became a new customer (loan #**********) when my mortgage loan was sold to this company and ever since it's been a headache. I've owned my home for over 8 years and have been sold off numerous times before and never had a problem. I have always been able to pay my mortgage with my same banking information and be on time and NEVER late. If I could request to be sold off again I would because this company has TERRIBLE customer service. Regardless of the ****** grace ******* attached you can see I attempted to make two mortgage payments (one on 02/15/24 and a second on 2/23/21) with both times my payments being reversed, and my account charged $25 for an NSF fee for "unable to locate account". I called ********************** and I requested a reversal for the fee not understanding what happened. They advised me to call my bank as it was an issue coming from their end since all the banking information I gave them over the phone was confirmed and correct. I then called my bank and they confirmed the banking information was correct and did not understand what the issue was. At this point, I've called both Provident and my bank NUMEROUS times and both are pointing fingers at each other for fault and I'm in the hole an extra $50 in fees added to my mortgage. I gave Provident the benefit of the doubt by thinking maybe I entered my account number or routing number wrong so that is why I tried to make a second payment and still was denied. I believe my bank has no fault since I've had my bank for over 10 years and never had problem with them. I am requesting this to be resolved by waiving the $50 that was accrued and still pending on my account. I know it's not a banking issue because instead of making an online payment AGAIN and risking another $25 fee, I decided on 2/26/24 to use BillPay through my bank and that WORKED!!! So, moving forward in order to pay my mortgage, I have to use Billpay through my bank with the same account that was denied twice online. Just crazy!

  Business Response

  Date: 03/05/2024

  Provident Funding is responding to the complaint you recently submitted to the Better Business Bureau.
  
  We have investigated this matter and determined (1) the returned payment fees that were assessed to your account on February 15, 2024 and February 23, 2024 were properly assessed, and (2) no errors occurred on our part in relation to this matter. Therefore, the returned payment fees will not be waived. Our determinations are explained in more detail below.
  
  Provident Funding has made the business decision to adhere very strictly to a policy of waiving returned payment fees only when we have made an error. We do not offer courtesy waivers,and we are required to apply our policy equally to all customers.
  
  Our records reflect you submitted a one-time online payment through our website on February 12, 2024; we bring your attention to the enclosed print-out from our system which evidences you entered the following banking information for that payment:
  
  Routing number: <REDACTED, SEE ATTACHMENT>
  Account number: <REDACTED, SEE ATTACHMENT>
  Is checking account: <REDACTED, SEE ATTACHMENT>
  
  It should be noted that prior to scheduling the one-time online payment, you were required to enter the bank account number you wish to use in the Bank Account Number field, and then re-enter that same account number in the field labeled ************ Account Number. You were also required to review and agree to the Terms and Conditions prior to scheduling the one-time online payment, including but not limited to the below:
  
  By selecting Pay Now, you agree to and understand the following terms:
  ()
  You are responsible for ensuring the routing and bank account number you entered is correct. You are responsible for any fees associated with a payment rejected by your bank.
  
  We attempted to process the one-time online payment using the banking information provided; however, we were subsequently notified that your bank could not locate the account and the payment was rejected. In accordance with our standard fee schedule, a $25.00 returned payment fee was properly assessed to your loan as a result of the unsuccessful transaction.
  
  As you know, another one-time online payment was submitted through our website on February 20, 2024 (just like the first submission, you entered the bank account number you wished to use twice and agreed to the Terms and Conditions before submitting this most recent payment); please review the enclosed print-out from our system which evidences you entered the following banking information for that payment:
  
  Routing number:<REDACTED, SEE ATTACHMENT>
  Account number: <REDACTED, SEE ATTACHMENT>
  Is checking account: <REDACTED, SEE ATTACHMENT>
  
  We attempted to process that one-time online payment using the banking information provided; however, we were subsequently notified that your bank could not locate the account and the payment was rejected. In accordance with our standard fee schedule, a $25.00 returned payment fee was properly assessed to your loan as a result of the unsuccessful transaction.
  
  While we understand your frustration, Provident Funding has no further information about why your bank could not locate your account using the banking information you provided for each payment (it should be noted that the bank account number provided on February 12, 2024 is different than the one provided on February 20, 2024). You will need to contact your bank directly if you would like additional information about why they were unable to locate your account.
  
  We remain confident that no errors occurred on our part in relation to this matter; therefore, the returned payment fees that were assessed in relation to this matter will not be waived.
  
  As of the date of this letter, your loan is next due for the March 1, ******************* the amount of $1,410.86. I may be contacted by phone at ************** or via email at ********************************* if you have any further questions.
  
  Sincerely,
  
  
  
  *************************
  Consumer Compliance
  
  Enclosures

  Customer Answer

  Date: 03/08/2024

   
  Complaint: 21352160
  
  I am rejecting this response because:

  I am not sure why this matter hasn't been resolved and hopefully it's because I have not made myself clear. I don't understand how I made two payments, via online, through Provident's website and have them both of them rejected. But when I made a payment via Billpay with the same account information, it was accepted. So, where's the explanation for that? Regardless, I believe that the negative reviews others have left for this company are true. Unfortunately, Provident Funding needs my $50 more than I need it myself. For anyone reading this, BEWARE. They are running a scam on its customers and hopefully someone or the *** can do more to stop them. Do not make payments via online or through the coupons they send you to mail your payments in. If you're having trouble like me, use Billpay.  Meanwhile, I will continue to hope that I am sold off to another company that values its customers.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/13/2024

  Provident Funding is responding to the rebuttal you submitted to the Better Business Bureau.
  
  While we are sorry to see that you found our previous correspondence to be insufficient, we cannot agree with your assertions that Provident Funding has provided a poor level of service or that we do not value our customers. Conversely, we take pride in providing a superior servicing experience for our customers and we are proud of our good name and reputation.
  
  I appreciate you taking the time to speak with me yesterday and today, and for participating in a three-way call with First Harvest ********************* For your clarification, Provident Funding did not reject the one-time online payments submitted through our website on February 12, 2024 and February 20, 2024. Those payment requests were submitted to First Harvest ********************* and we were advised that both requests were rejected by First Harvest ******************** for the following reason:
  
  RETURN CODE: R03 - NO ACCT/CANNOT LOCATE.
  
  To further clarify, Return Code R03 is used when a financial institution (in this case First Harvest ********************) cannot locate an account using the provided bank account/routing number,or when the account they do locate does not correspond to the individual making the payment request.
  
  As you know, the ************ representative we spoke with on March 12, 2024 confirmed the banking information submitted for that February 12, 2024 one-time online payment was correct, but she was unable to identify why they rejected that payment. The representative was able to clarify the bank account number submitted in connection with the February 20, 2024 payment request was incomplete (it was missing the last 4 digits), which is why that payment was unsuccessful.
  
  During our three-way telephone call, the ************ representative indicated you are not the owner, or joint owner, on the checking account used in the February 12, 2024 payment request (your husband had to provide his verbal authorization before First Harvest ******************** could speak with you or I). You will need to confirm this with First Harvest ********************* but they may have rejected the payment request because you are not the owner of the designated checking account. It could also be that First Harvest ******************** mistakenly rejected the payment, which would also need to be addressed directly with First Harvest *********************
  
  We are sorry that we cannot provide further explanation as to why First Harvest ******************** rejected the February 12, 2024 one-time online payment. We hope that financial institution can provide you and/or your husband with additional clarification.
  
  As previously relayed, Provident Funding adheres very strictly to a policy of waiving returned payment fees only when we have made an error. We do not offer courtesy waivers, and we are required to apply our policy equally to all customers. We have adopted this policy largely because we are assessed fees for unsuccessful transactions, and we incur other costs when payments are rejected.
  
  We remain confident that no errors occurred on our part in relation to this issue; therefore, the two returned payment fees that were assessed in connection with this matter will not be waived.
  
  As of the date of this letter, your loan is next due for the April 1, ******************* the amount of $1,410.86. I may be contacted by phone at ************** or via email at ********************************* if you have any further questions.
  
  I may be contacted by phone at ************* or via email at ********************************* if you have any further questions.
  
  Sincerely,
  
  
  *************************
  Consumer Compliance

  Customer Answer

  Date: 03/15/2024

   
  Complaint: 21352160
  
  I am rejecting this response because:

  Apparently, we cannot come to a resolution or agreement on this matter. I am highly disappointed that ************** failed to disclose in his response more information I told him regarding our phone call on March 12, 2024. I still strongly believe that Provident Funding has provided me with a poor level of service and does not value its customers. They are making excuses and blaming a possible glitch or creating a theory that there is an issue with my bank and banking information so that I am not refunded $50 in fees that I am owed. It is true that both payments were submitted via online and rejected by my bank. It is also true that on this day all banking information was verified with my credit union including routing and account numbers. But ************** failed to disclose in his response that he told me he was NOT certain the return code was the cause of both rejections and just a POSSIBILITY. I have owned my home with my husband going on 9 years and he has always paid the mortgage with this same checking account. We have been sold off numerous times before and never had an issue making payments online with the same banking information. What ************** is not aware of, is that before I filed this complaint, I made sure that I verified with my bank if a payment could still be processed for any bill under someone else's name and my bank told me yes. Regarding the 2nd payment I made on 2/20/2024 without the last 4 digits, I made that payment off of the recommendation of another representative I spoke to at Provident Funding. She told me that by looking at my financial paperwork from the previous mortgage company, those last 4 numbers were not needed, and that the payment would still be processed but obviously she was wrong. That is the only reason why I made that second payment but then eventually resorted to BillPay which shockingly worked with the same checking account. Like I said before, I am hopeful I will be sold off again because I don't feel like this company cares about its customers. Besides my mortgage, Provident Funding will get NO other business from me or any referrals. I would hate to see friends or family go through this grief for $50. I have googled and researched this company and have read so many horror stories so for anyone reading this, please bank anywhere else but here. Unfortunately, you don't have a say when you are sold off and don't have a choice. 

  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/02/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a new home in June, 2023. We were promised that Provident Funding would re-amortize our payments after we sold our existing home and made a large payment of principle. In early October we sent a check for $100,000 accompanied by a note stating that the funds were to be applied to principle only and that we were requesting re-amortization of our loan as promised.They used the money to make payments on the loan and refused to re-amortize the loan because we did not use the term recast.

  Business Response

  Date: 11/08/2023

  This letter serves as Provident Funding formal response to the complaint you filed with the Better Business Bureau and the case submitted through our website on October 27, 2023.
  
  We are pleased a recast has been approved for your loan! Enclosed with this letter are the Loan Modification Agreements that were mailed to you on or around November 6, 2023. Please complete and return both agreements at your earliest convenience and no later than November 30, 2023 (this will allow us to finalize the recast effective with the upcoming December 1, 2023 installment). While it is our understanding this matter has been resolved, your concerns are addressed in more detail below.
  
  Firstly, contrary to your claims, the principal-only (curtailment) payment made on October 13, 2023 was not applied to monthly installments.We bring your attention to the enclosed payment history which reflects a $100,000.00 curtailment payment was applied to your loan on October 13, 2023, resulting in the principal balance decreasing from $251,841.84 to $151,841.84.
  
  Additionally, we cannot agree with your assertions that we refused to recast the mortgage loan. The letter accompanying the October 13, 2023 curtailment payment requested that we re amortize the loan payments. Whenever a curtailment payment is applied to your loan, interest is recalculated and the loan amortization/maturity date is automatically updated; therefore, our representatives initially believed your request had been completed. We now understand your letter was intended to request a loan recast, and we are once again pleased that a recast has been approved.
  
  As discussed during our November 2,2023 telephone call, ******************************************************** is not a borrower on this loan and is not currently authorized to receive account information. Please complete and return the enclosed form if you would like to give ******************************** the ability to receive non-public account information.
  
  I may be contacted by telephone at ************** or via email at ********************************* if you have any further questions.
  
  Sincerely,
  
  
  
  *************************
  Consumer Compliance
  
  
  Enclosures

• Initial Complaint

  Date:10/13/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Was charged an "insufficient funds" fee of $25 when they had my bank account number incorrect in their system. Their system is set up so I can not see my whole account number, so I was unaware of the problem until I called and made the payment over the phone. I asked to have the fee removed because it was not a problem with "insufficient funds" but was an issue with my account number being incorrect in their system. I believe they purposely changed the account number on their end so they could make this incorrect charge, as I double-checked the account input when I set up the automatic payment. This $25 fee I was charged is incorrect (I had the funds available) and should be removed. Not being able to see my account number being charged within their system is misleading.

  Business Response

  Date: 10/18/2023

  Provident Funding is responding to the complaint you filed with the Better Business Bureau.
  
  We have investigated this matter and determined that (1) we attempted to process your October 5, 2023 one-time online payment using the banking information you entered; however, that transaction was unsuccessful and a $25.00 returned payment fee was properly assessed to your account, and (2) we are confident that no errors occurred on our part in relation to this matter. The $25.00 returned payment fee that was assessed in relation to this issue will not be waived. Our determinations are explained in more detail below.
  
  Our records reflect you created a Provident Funding online account on October 5, 2023 and scheduled a one-time online payment that same day. As you know, prior to scheduling the one-time online payment you were required to enter the bank account number you wish to use in the Account Number field, and then re-enter that same account number in the field labeled Confirm Account Number. While the information you entered was redacted once you navigated away from those fields, you were able to review the bank account numbers you entered by clicking on the redactions.
  
  We bring your attention to the enclosed print-out from our system which evidences the following banking information was entered through our website on October 5, 2023:
  
  Routing number:<SEE ATTACHED LETTER>
  Account number: <SEE ATTACHED LETTER>
  Is checking account: <SEE ATTACHED LETTER>
  
  It should be noted that you were required to review and agree to the Terms and Conditions prior to scheduling the one-time online payment, including but not limited to the below:
  
  By selecting Pay Now, you agree to and understand the following terms:
  ()
  You are responsible for ensuring bank account numbers provided for this service are correct. You may be responsible for fees associated with a payment rejection.
  
  As mentioned at the beginning of this letter, we attempted to process the October 5, 2023 one-time online payment using the banking information provided; however, we were subsequently notified that your financial institution could not locate the account and the payment was rejected. In accordance with our standard fee schedule, a $25.00 returned payment fee was properly assessed to your loan as a result of the unsuccessful transaction.
  
  Provident Funding does adhere very strictly to a policy of waiving returned payment fees only when we have made an error. As we remain confident that no errors occurred on our part in relation to this matter, the above-referenced $25.00 returned payment fee will not be waived.
  
  We are pleased that you have since updated the bank account number on file for one-time online payments and also enrolled the loan in our ************************ As of the date of this letter, your loan is next due for the November 1, ******************* the amount of $1,064.25 and a no-cost automatic payment for said installment is scheduled to be drafted from your designated bank account on November 6, 2023.
  
  I may be contacted via email at ********************************* or by telephone at ************** if you have any further questions.
  
  Sincerely,
  
  
  
  *************************
  Consumer Compliance
  
  
  Enclosure

  Customer Answer

  Date: 10/18/2023

   
  Complaint: 20731729
  
  I am rejecting this response because:

   

  1) I was not charged an returned payment fee, I was charged a "insufficient funds" fee however the bank account information that the system tried to pull from was incorrect. 

  2) I had entered into the system manually my bank account information four times, each time the system deleted the first number from the bank account. The issue was not what I entered manually, but that the system did not accept all the numbers from my bank account number. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 10/25/2023

  Provident Funding is responding to the rebuttal you submitted to the Better Business Bureau.
  
  We remain confident that (1) our website was functioning normally on October 5, 2023, including but not limited to our one-time online payment section, (2) our system did not delete the first number of the banking account number you entered into our system, as you allege, (3) we attempted to process the one-time online payment submitted on October 5, 2023 using the banking information you provided; however, that payment was rejected by your bank, and (3) a $25.00 returned payment fee was properly assessed to your account as a result of the unsuccessful transaction.
  
  The $25.00 returned payment fee that was assessed in relation to this matter will not be waived.
  
  Allow me to clarify that Provident Funding may use the terms insufficient funds and returned payment interchangeably.While you are correct that your financial institution rejected the payment due to insufficient funds, you did speak with one of our representatives on October 12, 2023 and confirmed the account number used to make the payment was not your correct bank account number. It is possible the bank account number entered into our system belonged to another customer of your financial institution, and that there was insufficient funds in that persons account to complete the payment. Regardless, the October 5, 2023 one-time online payment ultimately failed due to incorrect banking information being entered into our system.
  
  We are once again pleased that you updated the bank account number on file for one-time online payments and enrolled the loan in our *********************** (the updated bank account number you provided is different than the one used for the unsuccessful October 5, 2023 transaction).
  
  I may be contacted via email at ********************************* or by telephone at ************** if you have any further questions.
  
  Sincerely,
  

  
  *************************
  Consumer Compliance

  Customer Answer

  Date: 10/26/2023

   
  Complaint: 20731729
  
  I am rejecting this response because:

  Not satisfied with this customer service. Still should have the fee waved, could not see the account number in the system to notice the error. 

  
  Sincerely,
  
  *************************